Transforming Customer Experiences with GenAI in APAC
Recent research commissioned by Infobip reveals that companies in the Asia-Pacific (APAC) region are harnessing generative AI (GenAI) to enhance customer experiences. The insights come from a report by IDC titled “Unlocking the Potential of GenAI in CX,” which examines how GenAI facilitates scaling customer service operations and delivering proactive, engaging experiences. As organizations worldwide begin to adopt this advanced technology, GenAI continues to reshape the business landscape.
The report outlines a significant increase in AI investments among APAC businesses, predicting a rise in GenAI investment from 15% in 2023 to 29% by the end of 2027. C-Level executives are particularly focused on utilizing GenAI for various functions, with 47% prioritizing Operations, 38% targeting Customer Experience, and 33% emphasizing Marketing. Notably, sectors like Transportation and Logistics (74%), Telco, Media and Entertainment (72%), Financial Services (59%), and Healthcare and Life Sciences (54%) are among the foremost adopters of GenAI, reflecting a global trend among top industry players.
Enhancing Efficiency and Customer Satisfaction
Business leaders acknowledge the significance of outstanding customer experiences, yet they encounter obstacles that hinder effective execution of their CX strategies. The rapid adoption of technologies such as GenAI (33%), escalating costs of CX transformation services (32%), and heightened digital competition (31%) are among the primary challenges faced by these leaders.
Integrating GenAI solutions could be the remedy for organizations grappling with CX difficulties. By allowing customers to design their own personalized journeys and swiftly address issues, GenAI empowers companies to produce high-quality content across various digital platforms. Moreover, it can analyze unstructured data to identify patterns and present findings in an accessible manner. According to research, 69% of CEOs in APAC view AI as a critical driver for business growth and differentiation. Ivan Ostojic, Chief Business Officer at Infobip, emphasizes that GenAI enables fully automated customer interactions, enhancing satisfaction and efficiency while reducing support costs.
Challenges in GenAI Adoption
Despite the promising capabilities of GenAI to revolutionize customer journeys, only 18% of APAC businesses are in the early stages of AI implementation. Meanwhile, 64% have applied AI or machine learning in select cases, but only 18% have developed advanced AI/ML capabilities. The sluggish adoption rate is attributed to challenges such as regulatory compliance and security concerns that organizations must navigate before progressing.
Nikhil Batra, Senior Research Director at IDC Asia-Pacific, shares that 35% of CX executives believe innovations like GenAI and Web3 will play a pivotal role in shaping future strategies. He underlines the importance of empathetic, value-driven customer experiences amid economic challenges and rising costs. Although the adoption speed of GenAI is gradual, several brands, like Apollo 24/7, have already successfully integrated this technology into their CX approaches using Infobip’s AI-driven solutions to offer a more personalized healthcare experience.
With GenAI continuing to evolve, organizations that choose to invest in this technology are likely to differentiate themselves significantly in a competitive market. Companies embarking on GenAI journeys should seek experienced local technology partners familiar with conversational customer engagement. Addressing initial challenges will allow both customers and businesses to reap the full benefits of what GenAI has to offer.
At HAL149, we specialize in developing tailored AI assistants for businesses. Leveraging custom-trained GPT models, our solutions improve customer service and streamline content generation. Explore how we can enhance efficiency and growth at HAL149 or reach out via our contact form or email us at hola@hal149.com.
